The Customer Service Representatives at a Call Center Have Been

question 14

Multiple Choice

The customer service representatives at a call center have been asked to handle each call in not more than five minutes. A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. What kind of service gap is apparent here?

• A) gap between perceived service and expected service
• B) gap between service delivery and external communications
• C) gap between service-quality specifications and service delivery
• D) gap between management perception and service-quality specification
• E) gap between consumer expectation and management perception

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Definitions:

Supply Chain

The connected network of individuals, organizations, resources, activities, and technology involved in the production and sale of a product or service.

Large Lots

Manufacturing or purchasing products in bulk quantities, often to achieve economies of scale and reduce per-unit costs.

Make-Or-Buy Decision

A strategic decision that businesses use to determine whether they should produce an item internally or buy it from an external supplier.

Supplier Relationships

The interactions and partnerships formed between a buying company and its suppliers, crucial for ensuring supply chain efficiency and resilience.